Avaya NN44400-114 manual Hanging-up and leaving a conference call, Click Conference

Predictive Outbound

Attention: In manual mode, if you press the Transfer/Conference buttons on the phone, the Transfer/Conference dialog box will not appear on Agent Desktop as it does for other modes of predictive outbound.

3Click Consult.

If the requested agent is available, Consult changes to Conference. A voice connection is established between the originating agent and the consulted agent. The customer is placed on Hold. The originating agent’s status is Talk Customer Hold. The consulted agent’s status is Voice Only.

4Speak to the consulted agent and provide any information needed before adding the customer to the conference call.

5Click Conference.

The conference call is active. The originating agent is in Talking status. The consulted agent is in Talking status.

--End--

Hanging-up and leaving a conference call

Hangup on a call with the customer, and depending on the call and agent state, leave a conference call with another agent.

Procedure steps

Step Action

1On the Agent Desktop Predictive Outbound voice path work item, click hang up/leave conference.

Hang up and Leave Conference disconnects the agent from the call.

	--End--
Procedure job aid
Options when ending a call
Predictive Outbound status	Result when hangup is clicked
Talking	The agent is disconnected from the customer and enters Wrapup
	status.
Wrapup	The call is disconnected.
(available if a second call is
connected)

NN44400-114 Contact Center Agent Desktop 2 December 2010 57